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Earlier this month, I watched several restaurants in New York and spoke to restaurant staff in the United States about how they received Google Duplex, the artificial intelligence that allows them to make calls. realistic booking. Most, if not all, agreed that these calls seemed undeniably human – and according to Google's response to the report of The New York Times, there is a 25% chance that they have been there.
According to Google, a quarter of the duplex calls begin with human calls and 15% by the AI and are then supported by a person from the duplex call center. The company said the New York Times that he uses a variety of signals to decide whether a call should be made by a human or a robot, "as if the company did not know if the company is taking reservations or if the company user of the assistant could be a spammer ".
Google Duplex works by first trying to make reservations with restaurants offering online booking tools on platforms such as OpenTable, Resy and Yelp. If these options are not available, it will deploy the calling AI. As this technology is still young and limited – the feature launched publicly at the end of last year and extended to iPhones last April – Google indicates that it still uses human callers to obtain data to drive his artificial intelligence and thereby reduce the need for human participation. .
All the while, restaurant workers face calls they describe as scary or confusing. In one case, while I was watching a waitress in a gourmet restaurant, Duplex twice called several minutes apart for a single reservation, using two different accents to confirm the reservation. In other cases, however, some restaurants do not even respond to Google Duplex calls because the caller's identity potentially looks like spam.
Google announces the deployment of Duplex to other companies such as hair salons, but so far, it seems that there is still a lot of testing to do until the service can be extended. The edge has contacted Google for an additional comment, and will update this article if we have any news.
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